Description

Job Title: Customer Experience Specialist (CES)

Reports to: General Manager 

Location: Alta Boulders - Chandler 

Job Type: Part-time (options for full-time) 

About ALTA Boulders:

At Alta, we are passionate about providing an exceptional climbing experience for enthusiasts of all levels. Our facility offers top-notch bouldering and rock climbing walls, as well as a range of fitness classes and equipment to supplement climbers’ training routines. We pride ourselves on fostering a welcoming, inclusive environment and community for both novice and seasoned climbers.

About the Role:

As a Customer Experience Specialist, you will be the face of our gym and the first point of contact for our members and guests. We are looking for a friendly, enthusiastic, and organized individual to manage the front desk operations and ensure a remarkable experience for all who visit our facility.

What You’ll Do:

• Greet members and guests promptly, ensuring a warm welcome on arrival.
• Manage check-in procedures utilizing our facility’s management software, including membership verification and day-pass distribution.
• Handle point-of-sale transactions, merchandise sales, and general inquiries with professionalism.
• Educate guests about gym offerings, classes, events, and membership options.
• Conduct gym tours for new members and visitors, highlighting gym facilities, policies, and safety protocols.
• Conduct Boulder Fall orientations as needed.
• Ensure cleanliness and tidiness of the front desk area, fitness areas, and related facilities.
• Answer phone calls and manage the gym’s booking system for classes and events.
• Effectively communicate gym announcements, closures, or schedule changes to members.
• Provide knowledgeable advice on climbing gear and equipment sold at the facility.
• Resolve any issues or conflicts at the front desk efficiently and courteously.
• Coordinate with the gym team to assist with events, competitions, and special promotions.
• Take initiative to help the team progress to our shared purpose – We climb higher by lifting others.

Who You Are:

• Attitude - Maintain a positive one;
• Live by example – always show integrity; keep yourself and others accountable;
• Together we can climb higher – Lift those around you;
• Active healthy and happy lifestyle;
• Build personal connections with members and guests; 
• Provide excellent customer service; 
• Solve problems and think fast on your feet; take initiative without prompting;
• Work well in both an individual and a collaborative environment; 
• Communicate effectively.

Requirements

Qualifications:

• Passion for Climbing: A genuine enthusiasm for the sport of climbing and a desire to share your passion with others.
• Exceptional Customer Service: Strong interpersonal skills, a positive and professional demeanor, and the ability to build rapport with people of all ages and backgrounds.
• Safety-Oriented: A strong understanding of basic climbing safety principles and a commitment to ensuring a safe environment for all gym users.
• Communication Skills: Excellent communication skills, both written and verbal, with the ability to clearly explain rules and procedures.
• Teamwork: Ability to work effectively in a team environment and collaborate with colleagues towards shared goals.
• Physical Requirements: Must be 18 years or older, able to lift 40 lbs or more, and stand or walk for prolonged periods of time.

Benefits:

• Competitive salary: Starting at $15-$18/hr.
• Free Gym Membership for Staff
• Discounts on retail gear
• Dynamic and passionate work environment: Be part of a team that shares your love for climbing and is dedicated to creating an exceptional experience for everyone. 
• Growth opportunities: Advance your career with ongoing training and development programs.

Employee Conduct:

Alta employees are responsible for following rules of conduct based on honesty, good taste, fair play, courtesy, safety, and professionalism when interacting with co-workers, customers, and vendors.

Customer Experience Specialists are “safety sensitive” positions and requires the employee to be drug free. Pre-employment drug tests will be performed for all employees. Violations will result in non-compensated suspension or dismissal. 

If you are passionate about climbing, enjoy interacting with people, and are committed to providing exceptional customer service, we encourage you to apply!